Call Handler

2 weeks ago

London, United Kingdom Islington GP Federation Full time

**About the role**

To raise awareness of NHS cancer screening and immunisation programmes by providing a high quality, professional targeted call handling and administrative service

**About Islington Training Hub**

Islington Training Hub works to ensure the best possible training and support offer is available for the local primary care workforce.

Our programmes are responsive to current workforce need and future changes in care delivery to meet the health and wellbeing of the local population of Islington. Our programmes include:
1. Coordination of education and training for primary care workforce teams.

2. Developing educators and supervisors in primary care.

3. Workforce recruitment.

4. Workforce transformation and change.

5. Community building and leadership.

Across Islington primary care, and with our wider North Central London partners, Islington Training Hub is working to improve training and development for clinical and non-clinical staff, and establishing strong links across local organisational boundaries. We harness clinical leadership to shape our workforce and service improvement priorities and connect primary care, local government, higher education institutions and others together to collaborate and deliver our programmes.

**About Islington GP Federation**

The Islington GP Group Limited, trading as Islington GP Federation (IGPF), is owned by Islington GPs. It is a rapidly growing organisation representing the interests of general practice in Islington. It is an established leader in the provision of new and integrated healthcare, including supporting the new Primary Care Networks and developing quality improvement capabilities in general practice. Its range of services include I:HUB, community ENT, community gynaecology, practice-based pharmacists, the NCL COVID support service, long term condition management optimisation, proactive screening and evaluation trials, and a range of general practice support propositions. IGPF is host to Islington’s Training Hub.

IGPF works very closely with strategic, commissioning and provider partners, including the local clinical commissioning group, NHS England, Healthy London Partnership, Public Health, local hospitals, such as Whittington Health, the local authority, third sector organisations and patient representation groups. It plays an important role in the development of the health and care landscape across Islington, and within its North Central London (NCL) regional footprint.

**Responsibilities**:
**Main responsibilities**
- Coordinate and organise local training offers for Islington primary care.
- To engage in health promotion strategies and reduce health inequalities in the local Islington population.
- To make targeted telephone calls to patients and parents to deliver health education around preventative healthcare, directing the patient to appropriate resources when required.
- To arrange appointments when required and to accurately record essential information on our clinical system (EMIS)
- To actively participate in data evaluation and support the development of quality improvement methodologies.
- To take calls appropriately and efficiently whilst adhering to guidelines
- To treat all patients with empathy, respect, and consideration
- To understand issues around Information Governance regarding data access rights and to be comfortable navigating this with patients
- To make the most appropriate appointment for the patient
- Book in, amend and cancel patient appointments in line with IGPF appointment procedures.
- Provide ad-hoc support to clinicians when requested.
- Work safely at all times in accordance with legislative requirements and Federation policies and procedures.
- Support the Islington Nurse Hub team with the administrative running of the service
- Monitor booked clinics to ensure appropriate bookings in line with booking guidance
- Send patient experience surveys and collate responses
- Liaise with Islington GP Practices around Nurse Hub sites as directed by Nurse Hub Lead
- This list is not exhaustive and may be adjusted periodically after review and consultation.

**Software**:
Must be experienced, comfortable and competent using EMIS patient record system to manage and record appointments, input registration data and accessing patient data only when necessary. Experience using Microsoft Office Packages including Excel an advantage.

**Assignment of work**:
The post-holder’s work assignment is determined by the requirements of the operations team and the patients. The post holder will take instruction on a day-to-day basis from the operations Manager.

**Confidentiality**:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the

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